IT Service Desk Engineer

Role overview

IT Service Desk Engineer at Burns & McDonnell

+ Serve as the initial point of contact for all IT support requests, incidents, and inquiries via phone, email, or ticketing system (ServiceNow).

We are seeking a skilled and customer-focused IT Service Desk Engineer to join our IT support team.

Responsibilities

• + Troubleshoot and resolve hardware, software, and network issues on laptop and other peripherals.
• + Maintain accurate and timely updates of all assigned tickets within the ServiceNow system.
• + Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and communication with the end user.
• + Perform user account management tasks including onboarding, offboarding, password resets, and permissions adjustments in Active Directory and related systems.
• + Ensure all service level agreements (SLAs) are met and documented appropriately.
• + Participate in documentation of technical processes, FAQs, and knowledge base articles.
• + Support IT asset management and inventory processes.
• + Provide remote and in-person support as needed.
• + Participate in on-call rotation or extended hours support, if required.
• *Qualifications**
• Required
• + Bachelor's degree required.
• Preferred in Information Technology or a related field.
• + Minimum of 3 years of experience in an IT Service Desk or technical support role.
• + Proficient in using ServiceNow for ticketing and ITSM processes.
• + Strong knowledge of Windows OS, Office 365, and common laptops and user applications.
• + Understanding of networking fundamentals (TCP/IP, DNS, DHCP).
• + Experience with Active Directory and basic user management tasks.
• + Excellent verbal and written communication skills.
• + Strong customer service orientation and troubleshooting abilities.
• Preferred
• + ITIL Foundation certification.
• + Experience with remote support tools (e.g., RDP, Zoho Quick Assist, Teams)
• + Familiarity with Mac OS and Conference room equipments.
• Working Conditions
• + Ability to work in rotational shift for 24x7 support to users across the globe.
• + Flexibility to work outside normal business hours or weekends as needed for system maintenance or project delivery.
• This job posting will remain open a minimum of 72 hours and on an ongoing basis until filled.
• *Job** Information Technology
• *Primary Location** India-Maharashtra-Mumbai
• *Schedule:** Contract
• *Travel:** No
• *Req ID:** 263246
• *Job Hire Type** Contingent Worker (CWK) Not Applicable #BMI N/A

Required qualifications

• The ideal candidate will have a minimum of 3 years of experience in IT support roles, with strong hands-on experience using the ServiceNow platform.

Employment details

• Location: Mumbai [IND]

Additional role details

• *Description**
• This role is responsible for providing first- and second-level technical support to end-users across the organization, ensuring that service requests and incidents are resolved efficiently and effectively.